Customer Service Supervisor Full-time Job

Job Summary

We are recruiting on behalf of our client for a proactive and experienced Supervisor to lead the Personal Lines team within their Customer Service Department. In this role, you will oversee a group of Customer Service Representatives, ensuring high standards of performance, compliance, and customer satisfaction in the delivery of insurance products and services.

Company Information

Our client is a respected organisation within the insurance and risk solutions industry, known for its commitment to professionalism, customer care, and operational excellence. The company fosters a collaborative and performance-driven culture, where employees are empowered to grow and contribute meaningfully. You will be joining a supportive and dynamic team that values leadership, integrity, and continuous improvement.

Responsibilities and Duties

As Supervisor – Personal Lines, your key responsibilities will include:

Managing and mentoring Customer Service Representatives, ensuring productivity and adherence to company standards.

Reviewing daily and monthly transaction reports for accuracy and performance insights.

Coordinating training and development, including maintaining CIMA CPD logs.

Addressing disciplinary and performance issues in collaboration with HR.

Handling customer complaints and recommending service improvements.

Supporting sales efforts through cross-selling, quoting, and follow-ups.

Ensuring compliance with company policies for premium collection and documentation.

Negotiating with insurers and preparing RFQs to secure favourable terms for clients.

Qualifications and Skills

To be successful in this role, you should have:

A bachelor’s degree and at least five years’ experience in the insurance industry.

Minimum three years’ experience in a supervisory or leadership role.

Certificate in Insurance (Cert CII) from the Chartered Insurance Institute.

Familiarity with Applied Systems “Epic” software (preferred).

Strong leadership, organisational, and analytical skills.

Excellent customer service and communication abilities.

High attention to detail and ability to manage multiple priorities.

Proficiency in Microsoft Office and other relevant systems.

Benefits and Perks

Our client offers a competitive salary along with:

A collaborative and professional work environment.

Opportunities for career development and advancement.

Ongoing training and support for professional certifications.

Exposure to a diverse client base and insurance products.

Structured performance management and recognition.

Access to modern tools and systems to support your role.

This role is only open to Caymanian candidates and only suitable applications will be considered and contacted.

At Nova, recruitment is more than just a job to us its a passion: To develop. To grow. To help. To consult. To think on behalf of candidates and help them actualize their dream careers. Not just to find candidates any job, but to understand client needs and find the perfect match for both employer and employee.
Nova Recruitment came on the scene in 2017 and has since become synonymous with the recruitment of administrative and support services professionals across Cayman. With a focus on local talent, Nova not only specializes in recruitment but also offers career guidance and training to build the skills for successful careers.